Rail Customer Experience Modelling Lead

DfT Operator; Greater London; Hybrid; GBP 56,000 - 63,000; Full time

Benefits offered by this job

Annual leave

Pension benefits

Learning opportunities

Job summary

DFTO, the rail public ownership group, seeks a Customer Experience Modelling Manager to lead a new analytical discipline. You will build a robust framework for forecasting customer satisfaction using the Rail Customer Experience Survey and industry evidence, guiding investment decisions across the network.

You will consolidate survey data, existing models and research to deliver credible industry tools and governance, working with stakeholders across DFTO and partner organisations in a hybrid

Qualifications

• Experience working with complex and diverse data sets.
• Ability to apply analytical best practice to practical policy contexts.
• Familiarity with statistical modelling and evidence-based decision-making.
• Advanced spreadsheet modelling and able to develop reusable tools.
• Ability to translate analysis into clear insights for non-technical audiences.

Responsibilities

• Lead customer satisfaction modelling and provide practical guidance across the rail industry.
• Develop a modelling framework for industry forecasting and target setting.
• Collate evidence from surveys, modelling, and research to inform decisions.
• Define interactions with Passenger Demand Forecasting Handbook and related approaches.
• Procure and manage third-party modelling, research, and analytical support.
• Produce guidance and outputs enabling colleagues to apply the framework.

Skills

Analytical capability

Stakeholder engagement

Statistical methods

Spreadsheet modelling

Communication skills

Job description

DFTO, the rail public ownership group, seeks a Customer Experience Modelling Manager to lead a new analytical discipline. You will build a robust framework for forecasting customer satisfaction using the Rail Customer Experience Survey and industry evidence, guiding investment decisions across the network.

You will consolidate survey data, existing models and research to deliver credible industry tools and governance, working with stakeholders across DFTO and partner organisations in a hybrid